jfg wrote:I think the most angry customers for me are the ones who can't get their technical issues fixed and all I can do is send out another tech when they've already had multiple. I understand their frustration and that's all I can say, but I just don't get why people just don't say enough is enough and go somewhere else. I would never allow a company to come over to my house more than twice to fix the same issue.
Yeah, I could see how that would tick people off. Like I said, I don't envy CSR reps at all.
Generally I give people a chance or two to fix things, but once it reaches the silly point, I switch to another company.
jfg wrote:I'll give you an example of a 12 year old call because I just got one:
Guy calls in to report door tags all over the neighborhood because we're going to be doing construction. I apologize for that and he goes on and on about how they are flying all over the neighborhood and we are paying someone who's not doing their job. I ask for his address so I can report that this happened since we'll know who was supposed to be hanging the tags on the door. He says I'll give you my zip code.... I ask if I can get his full address so I can find out who was doing it and he goes on again about the flying door tags. In there he mentions he has 13 houses in his neighborhood... so it's at most 13 small pieces of paper on the ground. Still, someone didn't do their job right so I ask for his address again. He gives me the street name and no city (he never actually did give me the zip code). By this point it's clear that he just wants to be difficult so I just let him vent and tell him I'll report it. These are the 12 year olds I'm talking about.
Door tags, really?
He didn't give you his address for 2 reasons. #1 is retaliation and #2 is he doesn't want it in the file that he complained because he feels that will impact his account if/when he has a real issue. I get the logic behind that. Makes it tough for you on your end, but I do understand why he wanted to remain anonymous. I've seen lots of companies do... questionable... things to customers that have the audacity to complain about something.
Here's hoping your night gets better!